Customer Success Manager, Private Sector

Street Light pioneered the use of Big Data analytics to shed light on how people, goods, and services move, empowering smarter, data-driven transportation and business decisions. We apply proprietary machine-learning algorithms and data processing resources to measure travel patterns of vehicles, commercial trucks, bicycles, and pedestrians that enable complex traffic and market analytics available through our SaaS platform, Street Light InSight®, bulk data delivery, and APIs.

Acquired by Jacobs as a subsidiary in February 2022, Street Light continues to provide innovative digital solutions to help communities reduce congestion, improve safe and equitable transportation, maximize the positive impact of infrastructure investment, and help various enterprises profitable location intelligence and mobility strategy decisions.

As a member of our Customer Success team, you will work with enterprises and end users to help them achieve maximum success and value with Street Light's solutions. You will act as a trusted advisor and leader for your customers, helping them leverage Street Light's product offerings and continue to make more data-driven business decisions. Our customers are adopting Big Data solutions at scale, and we are one of the first companies to enter this high-potential industry.

That means we need savvy, sophisticated customer success professionals who go above and beyond to truly educate customers.

The Customer Success Manager (CSM) for Private Sector will work with existing customers in a variety of industries including retail fuel, quick service restaurants, highway tolling, and entertainment venues. The primary goal of a CSM is to ensure that our products get implemented successfully and that customers successfully renew and expand their subscriptions. The CSM will have a portfolio of customers to manage and move through the customer journey from onboarding through successful renewal/expansion.

Location:

USA (remote position)

Compensation:
There is an additional commission component on top of the base salary listed on this posting

Responsibilities:

* Serve as Customer Success Manager for a portfolio of private sector customers leveraging mobility data for a variety of business purposes.

* Proactively manage customer relationships throughout the lifecycle of the subscription, which starts at the kick-off meeting.

* Design and execute customer success plans to ensure customer subscriptions renew on-time, and revenue targets are hit.

* Develop onboarding plans for new customers assigned to your portfolio and coordinate with the Street Light Support and Training teams to ensure successful adoption of Street Light products.

* Lead quarterly business reviews and cadence check-ins with customers to engage stakeholders, assess subscription health, and move forward on key subscription outcomes, including renewal and expansion.

* Collaborate and coordinate with members of the Sales Team to identify expansion opportunities and enable their pursuits.

* Prepare meeting materials, including usage reports or demos to ensure high engagement and adoption, and that value is generated from Street Light products and solutions.

* Consistently maintain details of renewal opportunities and customer status information in Street Light Data's customer relationship management (CRM) system and provide accurate renewal forecasts.

* Interface with other functional groups, project teams and internal stakeholders to effectively resolve issues and remove barriers toward the goal of jointly achieving assigned quota and Street Light business objectives.

* Provide regular updates to management, finance and support staff concerning account issues and financial status.

* Minimum of 3 years of experience working as a customer success or account management representative for a software company, a civil engineer, or transportation planner or consultant.

* Bachelor's degree from an accredited higher education institution.

* Strong collaboration skills and the ability to work in a team environment.

* Project Management/Program Management skills to execute success and onboarding plans.

* Proficiency with Microsoft Office 365 software including Outlook, Word, and Excel.

* Excellent communication skills - written and verbal.

* Comfortable presenting to senior executive management and large audiences.

* Multi-tasking, critical thinking skills, and the ability to influence and manage multiple priorities are essential.

* Team-oriented, flexible, and able to see the big picture because our entire team must meet our goals for Street Light Data to be successful.

* Must be willing and able to travel up to 30% to achieve objectives. Travel may include industry conferences and trade shows, on-site customer meetings, and/or internal company meetings.

Preferred:

* 5+ years of experience working in the previously mentioned fields (customer success or account management representative for a SaaS company, a civil engineer, or transportation planner).

* A master's degree (or…